service techs

J.C.A._3

That's where you start. Find service techs that can relay the information to the person who will be doing the sales work.

Think about what you just wrote....

Are you rushing them out of a job to get to another one? Are they blowing off the "extras" because of your expectations that they "move on"?

Maybe it's time to have a sit down with the service dept. and make them aware of their obligations to you and themselves.

Let them know that taking a few minutes longer on a job won't make or break their day......OR better yet, have them fill out a ticket and pass it along to the proper person that can go back and give the customer a better time frame and cost estimate of the unnamed and overlooked flaw, then SCHEDULE IT!

Unless it is a SAFETY issue, this is how I deal with it. Safety issues are dealt with "at once", and a call to the office to either move back, or reschedule my other appointments is the norm.

The techs are just that. If they are being time driven, it sometimes doesn't give them enough. Every tech should have some leeway in their schedule to make repairs "as necessary", but feel overwhelmed by the time constraints placed on them. Trust me. 15 years doing this work had me pulling my hair out. One day, I LEARNED....I can only be 1 place, at 1 time...and the last 9 have gone a bit smoother. Chris

shawn laverty

How do you push your service techs to sell. Right now we pay by the hour. We also give a incentive when you sell a service contract of $25 also when you sell over $1000 we give you $50.
But been doing some thinking of lowering there pay and having them work off of commision. But also giving them a standard pay for the week. Does this sound good. Or do you have any other ideas.

Leo_15

I'm a Service Tech

I am a service tech and NOT A SALESMAN. They are two different things. If I see something that needs upgrading I point it out to the homeowner and let the office follow up. If I see problems I let the homeowner know right then and there it needs immediate replacement, usually safety issues.

I worked for a company that paid commission on every lead brought in that the salesman sold. There were a lot of unneeded things sold.

My advice is get a salesman and let him/her do what they do best. Let the techs install and repair equipment.

Just my opinion from a tech's point,

Leo

Ross_7

I'm with Leo..

..on this one. Service techs should be there to do the repairs on the equipment. Leo is correct in stating that if something needs a resonable upgrade,(like a reset control on a boiler, if the customer wants a mild upgrade) or if there is a safety issue, it's a good idea. Besides $50 on an $1000 sale isn't very generous. Hire a salesman for that end of the business. JMHO
Ross

J.C.A._3

I'm with Leo.

A GREAT way to keep techs is to lower their pay...NOT!!!

Rewards for sales are one thing, but penalizing them for not being a SALESMAN is just wrong.

Have them make notes on their service slips, then send a salesman or more experienced tech. to do the selling. Reward them the same as you do now....for LEADS that pan out, but to cut their pay would be criminal. Be a boss, not an @$$. Chris

shawn laverty

I understand but what we are having problems with is service techs not trying to sell service agreements. He just wants to go in a get out quick for instance replacing a water heater. The ball valve does not work. So he just shuts off the Water to the building and does not recommend replacing the valve.
These items to us are called add ons and you can make some more money on the job. We do things right and not try to rip them off. Just trying to build client base. Its hard finding good service techs.

Leo_15

Certain things are a given

Certain things are a given on certain jobs. Valves often don't work same for boiler drains. On a water heater how about the flu pipe. If this was a quote these things should have been considered and the valve would have just been replaced. If it is a flate rate job I have no experience to comment nor do I want any, just my opinion.
I once interviewed with a flat rate company. On the wall were sales quotas just like a slaes force would have (I do have experience with this). I refused the offer because I am a TM worker. If your company is flat rate it takes time to find guys who will fit since it is different from what we are used to.

Leo

Ken Field

You don't push a horse to water

You push him to death. You will push a tech right out of the company and then the business if you think you can make him service/install/sales/bookkeeper/etc. It seems like it would be easier to hire a salesman and let the tech do what he does best. If you give him some decent sales training like Charlie Greers stuff, he may actually want to try it. It may also be helpful if the add-on sales are not squeezed into the same day they are made. That can give the feeling of always getting farther behind on a job. Have him sell the work and schedule it for a later date. Shawn, how many years were you a tech? It is helpful if you know how it feels to be the most important man on the payroll and also be at the bottom of the totem pole.

Ken

To Learn More About This Professional, Click Here to Visit Their Ad in "Find A Professional"

shawn laverty

So basically we have a tech Go to a call for a replacement water heater. They do the job and the homeowner asks if they could add a outside spigot in the back of the house. Do we say ok i will have a sales guy come over to give you a quote. We are a 4 man shop. No office manager yet and we always have 1 man on service calls. No separate sales guy either. Just a small company looking to grow with a large customer base over years. Trying to make customers happy with our services. I know alot of you don't agree with flat rate but thats how we work.Our books have pretty much all the task we will need to provide services and not hiring a separate sales guy.

Leo_15

That makes a difference

Now that you say you are flat rate without getting into the pro/con of it like my other post said, you need to find the right guys to fit your company. Not all guys are cut out to work flat rate. In your example of the outside spigot, if the customer asks and the tech isn't facing three more calls then by all means he should do it. If his schedule is full schedule a time to come back.

Leo

J.C.A._3

If it works for you.....

Good for your company.

I work like Leo. If there is a problem, I deal with it immediately. If it's a request and I have other scheduled work to perform....I HAVE to pass it on to the office.If I have the time, by all means I'll do it.

How can you expect your workforce to entertain any requests given them at any call.....without having their scheduled work NOT be interfered with?

Billing is one thing....customers who take time off to make a scheduled appointment that is deferred, becomes a black mark.

Remember....the customers talk among themselves. If you are the guy who doesn't show on time,without a phone call to either re schedule or send another tech. they tell one person, and so on....and so on.

You have to weigh the circumstances on a case by case basis. If the time is available, work with it. If the time doesn't work with the projected schedules....you have to set an appointment.

Flat Rate or not, time is money. The MOST efficient use of the time makes the money.

Get yourself an office manager that understands the business. They will pay for themselves time and time again. Chris

Ed N.Y.C.

Another Tech

Shawn, AS a tech who has been in the trade for 35 years and also workes TM this is how I handle that problem. Mr. HO when we install your new equipment we are going to change all valves,flue pipe etc. etc. Is there anything else you would like us to do while our men are here. I call the office tell them what the cust. and I have agreed apon, give them the price and set up day for work. Now Mr. Homeowner if you shoul decide that there is other work you would like us to do please call office before work is to begin so we can revise our price and have material on the truck so we can complete your to your satisfaction. I have found this to work about 95% of the time. Hope this helps ED

shawn laverty

Thank you everybody for the help.